Job Description

Job Purpose

This position is responsible for the supervision of the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Primary Responsibilities

Front Office Operation

• Conduct daily briefings and ensure that all pertinent information is well received by team members
• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
• Review, analyze and suggest improvement of work flow and standards at the Front Desk
• Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
• Communicate with Front Office Manager on all matters regarding guest services & hotel operations
• Ensure documentation of all guest related issues using the logbook
• Sign media and supervise shift handover procedures
• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
• Provide management presence at all times by assisting with the handling of guests\xe2\x80\x99 needs and complaints tactfully and efficiently
• Assist Guest Relations in greeting, rooming, and sending off guests
• Inspect front of house and back of house regularly for cleanliness and orderliness
• Ensure that front line staff complies with marketing techniques and maximizes sales
• Check billing instructions, monitor guest credit and act upon any discrepancies
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
• Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently
• Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.
• Conduct Night Audit Process for hotel

Mercure Kota Kinabalu City Centre brands offer as many experiences as there are desires, inspired by places and people.

As part of Accor, with approximately 250,000 employees around the world we are ready to welcome our guests. That also means, you have the opportunity to grow with us locally and internationally.

With our DNA Foundations, we constantly reinvented its business to keep pace with the world around it, with the goal of providing innovative, high quality products.

Empowering our people is the KEY, where we place people at the heart of everything we do.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5